Manager – Application Support
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Job Description
Manager leading Application Support for Global Scientific Engagement at Illumina. Overseeing customer journey and team performance in biotechnology sector between UK and Benelux.
Responsibilities:
- Lead and develop the EMEA Field Application Scientist team, driving performance against key KPIs
- Set clear objectives, provide feedback, and foster a culture of continuous improvement
- Ensure consistent operational excellence across all territories
- Act as the primary scientific and technical lead for the UK and Benelux regions
- Provide second-tier technical support across all authorised EMEA sites
- Offer guidance and leadership to Field Applications, Engineering, and Technical Support teams
- Oversee the full customer journey, ensuring high-quality support from pre-sales through post-installation
- Minimise instrument downtime through proactive support, maintenance, and issue resolution
- Monitor customer satisfaction metrics and implement strategies for continuous improvement
- Establish and optimise processes to integrate commercial and support teams effectively
- Ensure key service metrics such as installation timelines and issue resolution are met or exceeded
- Maintain accurate service records, system updates, and reporting
- Partner with Sales and Marketing to strengthen customer relationships and expand business within the region
- Support the development of commercial infrastructure and improve service delivery models
- Develop and implement strategies to increase service contract adoption
Requirements:
- Significant industry experience in biotechnology with confocal laser scanners, liquid handling robotics, or related technology.
- Management experience in a commercial role preferred
- Demonstrated ability to effectively manage field employees
- Experienced in providing pre and post sales support to customers in the life science industry preferred
- Strong customer centric nature with a proactive approach
- Experience establishing and managing best practice field service methodologies required to lead a world class service organization.
- Highly motivated and successful leader who enjoys a challenging and dynamic work environment.
- Excellent time management, organizational and interpersonal skills.
- A team oriented approach to the work environment.
- Attention to detail and analytical problem solving with strong decision making skills.
- Strong negotiation and communication skills.
Benefits:
- flexible time off
- private medical insurance
- compassion and care time off
- leisure travel insurance
- pension
- employee stock purchasing program
- volunteer time off
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